In this day and age, I still see many organizations that operate their IT departments as just that: IT departments \u2013 a group of employees who have the required know-how for operating a network, servers, client computers, and associated application software. They are mostly unaware that they provide services to their organization, and their main value is contained within their own technical expertise and know-how. Luckily, such organizations have begun to embrace IT service management (ITSM) principles, and to transform the current mode of IT operations into services, effectively becoming service providers.<\/p>\n
But, there is one challenge every service provider must face: elaborating on the value that their service brings to the table. Organizations that just started embracing ITSM principles such as ITIL<\/a>\u00a0and\/or ISO 20000<\/a>\u00a0will have a hard time, but organizations without any ITSM practice will find this task impossible to achieve. Disregarding the obvious calculation in financial terms, how do you express the value that services bring?<\/p>\n When embracing ITSM practices such as ITIL, one of the first things IT organizations implement is Incident Management<\/strong>, which enables them to track, record<\/a>\u00a0and prioritize incidents reported by the end-users. In order to effectively manage incidents, those should be reported to a central location (Help Desk or Service Desk), which now can be considered as a service, with clear and measurable<\/a>\u00a0business outcomes.Value is more than just outcome<\/h2>\n
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